Below is a review of Glad I Could Help: Real Customer Service Situations for Discussion (#39029). Based on our new partnership with Training Media Review, we thought it would be helpful for you to see another review of a program available from Business Training Library. To view more reviews, go to www.tmreview.com or call 877-532-1838. Make sure to give your account code, BTL02, to ensure your Business Training Library special 10% discount.



Make your customers glad, not sad
by Jason Lewis


Title: Glad I Could Help: Real Customer Service Situations for Discussion
Media: Video
Production Year: 2002
Length: 21 min.
Other material: leader guide, participant materials, self-study materials.


I would like to give a copy of Glad I Could Help to every call center I deal with as a customer. The video teaches representatives to deal with eight of the major customer service problems that plague every call center and store I've encountered. The package includes a 22-minute video, a facilitator guide, and a participant guide. The video and participant guide can be used in a two-, three-, or four-hour training session.

The customer service vignettes include delayed orders, phone interruptions, frustrating phone prompts, and unexpected charges. Each vignette is introduced by the rather chirpy young host and has three scenes. The first describes the situation and stops at the point where the staff person has to make a decision; next, the host returns to give three to five steps for delivering "Glad I Could Help" service; and finally, we see the representative solve the customer's problem.

I was impressed with the video's production values. The actors are convincing, and the scenes moved very quickly to the point of the lesson. I also appreciated that the customers did not immediately become friendly just because they received decent service.

I have only two small complaints about the video itself. The narrator is a bit too familiar with the audience-she comes off as less than professional. The other problem is the shaky camera work.

The facilitator's guide is one of the best I've seen. It contains sample agendas, invitation letters and step-by-step instructions. A neophyte trainer would feel very comfortable delivering the training after going through this well-written guide. This program is also available as a DVD.

Recommendation
Glad I Could Help is focused and flexible. It is best used in an inbound call center as quick hit training for customer service staff of any level. At $800 it is expensive; nevertheless, if you have a large call center, it is worth the price because the content is relevant and concise, and the supporting materials provide a firm foundation for delivery.

Jason Lewis is a consultant and trainer focused on Change Management and Corporate Social Responsibility. He can be reached at jason.lewis@cloudbreakcompany.com

Score: (1 through 4 rating scale; 1 being poor and 4 being outstanding)
Holds viewer interest - 3
Acting/Presenting - 4
Diversity - 3.5
Production quality - 3.5
Value of content - 3.5
Instructional value - 2.5
Value for the money - 3.5
Overall rating - 3.5

Training Media Review provides objective reviews of training content and supporting technologies, advice on media-related training issues, and research reports.

Copyright © 2002 by TMR Publications. All rights reserved. No part of this publication may be reproduced by any means without the written consent of the publisher.

Considering membership in our lending library of video, CD-ROM and DVD training programs? Click here to sign up for your free 30-day